Complaints

This profile includes complaints for Eddie Bauer, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Eddie Bauer, LLC

  2200 1st Ave S Ste 400 Suite 400 Seattle, WA 98134-1452

• 

  Eddie Bauer, LLC

  10401 NE 8th St Ste 500 ATTN: Office of the President Bellevue, WA 98004-4346

• 

  Eddie Bauer, LLC

  3000 184th St Sw # 294 Lynnwood, WA 98037

• 

  Eddie Bauer, LLC

  1600 N Riverside Ave Unit 2113 Medford, OR 97501

• 

  Eddie Bauer, LLC

  204 Briarwood Cir Ann Arbor, MI 48108

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a return request for three items from my order (2 camp chairs and a pair of bike shorts). These items, as per the tracking number for the return, were received by the return depot in ***********, ** on October 11th. Despite several emails to customer service, I have not received a refund. I've recently received communication from the company that they've process the return, but it is the incorrect amount (accounting only for the return of the chairs and not including the shorts).The original order # is ******** I have tried on several occasions to call or use the live chat, neither of which result in any response.At this stage, I have spent hours responding to emails, waiting on hold, etc. I expect my full return amount, which should be $137.99 plus additional compensation for the time and difficulty in trying to get this resolved.

  Business Response

  Date: 12/22/2023

  We are sorry to learn of Ms. ****** recent return. We requested a refund check for $130 CAD as well as emailed ************** an electronic gift card for a future purchase.
  
  We are happy we had the opportunity to address Ms. ****** concerns. We apologize for any inconvenience she experienced and appreciate her business.
                                                         
  Sincerely,
  
  Eddie Bauer ****************

  Customer Answer

  Date: 12/27/2023

  Hi there,

  I am happy with the companies proposed resolution; however, I don't feel comfortable closing the complaint until I receive the check they have indicated they are mailing. Thus far, they have not demonstrated good busines practices in handling this return and i have concerns regarding actually receiving these monies. Please let me know the best way to proceed in this manner!

   

  Thank you,

   

  ****

  Business Response

  Date: 01/04/2024

  The refund check was requested on 12/19/23. The customer should have this refund check by the end of January.

  Sincerely, 

  Eddie Bauer Customer Service

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an online order 11/15/23 and received confirmation email. On 11/26/23 Eddie Bauer cancelled the order with zero communication, found out 10 days later when logging on to my account to see if it had shipped to see it was cancelled. Chat with customer service said order was cancelled because all items were out of stock but after checking the web site they were all still in stock. Customer chat had no explanation. I had bought a gift card to pay for the order because they were running a discount on them. I checked my gift card and it was not refunded. I waited almost two weeks and still no refund on the gift card so I called customer service on 12/04/23 and they said theyd have to escalate it and Id receive a call or email. Ive still not received any communication from Eddie Bauer and my gift card remains at a zero balance. I want my gift card refunded. Itll be three weeks tomorrow since this all started. This was a Christmas gift and now theyre holding my money hostage.

  Business Response

  Date: 12/19/2023

  We are sorry to learn of ************************ recent experience. We have been in contact with ************ to address her feedback and she has advised that her refund has been received and we have extended an apology and service gesture for the delay. 

  Again, we apologize for any inconvenience our customer has experienced and appreciate her cooperation and patience.

  Sincerely, 
  
  Eddie Bauer Customer Care

  Customer Answer

  Date: 12/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 11, 2023 I entered the Eddie Bauer (EB) store in ************ Mall. I was there to do a return from an online purchase.I was met by staff at the register, I tried to explain a concern I had with an item and it's return - I had received an item with no tags, & wanted to ensure It could be returned without issue. He completely disregarded my issues and began rifling through the clothing. I asked him to please listen to me, and then a blue haired girl/employee began telling me off. She would not listen either, was immediately on the defensive, then the attack, & kept cutting me off so nothing could be answered/resolved.The blue haired girl was exceptionally rude, abrasive, acerbic towards me. I advised her I would like to deal with someone else & was advised she was the only person of the 4 or 5 staff in the store who could do a return. She completed my return & told me not to come back.A few days later, I was back for a return, and dealt with *****; another EB employee, who apologized, she resolved my issues and all my concerns. The blue haired girl was not there and the store visit was enjoyable.On November 18, I entered the store and the same blue haired lady continued her verbal onslaught. She grabbed a bag I had placed on the counter, began dumping the contents, making a mess of my organization of clothing and packing slips. The reality is that until I gave her items requesting return, that bag was my personal property and she should not have been touching it. I asked her to leave my items alone till I reorganized them (there was a lot of clothing) and she became intolerable.She THREW a business card at me, told me to call and ask permission to come into the store from now on. I advised her she does not own the store, and I did not want to deal with her. She took my phone number to access my information, & accused me of being racist. I told her I was not racist I only had an issue with HER specifically based on her previous and current behavior. She took her cell phone and began what looked like taking pictures of my personal information from the computer screen as she had pulled up my personal information/account, to complete the return. She proceeded to say she WAS taking my personal information and I should just "watch what happens now." She is trusted as an EB employee having access to someone's personal information/address etc. - not to use it or threaten someone with it. When she indicated she now HAD my personal information on her personal device and I'd better watch out, this was a blatant threat. She also stated she would tell head office I am a racist to get me banned from the store, and told me I must have a very sad little life.On Nov 25, I was in the store, & went immediately to *****, relaying my grievances regarding these 2 previous altercations, who advised she would have the store manager ********, call me. On Monday, Nov 27th, ******** called me, and was advised I was threatened by an employee who had admitted taking my personal information for nefarious purposes. He laughed, and said he would have a talk with her.I advised I was filing a police report and that him "talking to her" was not sufficient. I requested the phone number to Eddie Bauer corporate head office, he refused to provide it, but stated he would find a way to resolve this. I advised I would file a complaint with the BBB, the ******** of ******** Protection, as well as speak with my lawyer if this was not resolved by the following Monday - Dec 4th. ******** promised to call me back Dec 4, but never did. I sent numerous emails to their customer service asking for the head office phone number and they also refuse to provide it. The number that shows up everywhere online doesn't lead to anything but an automated message and you cannot leave a voicemail.What has gone on is inexcusable!I want this girl terminated.

  Business Response

  Date: 12/26/2023

  We are sorry to learn of Ms. ******** recent experience.We reached out to ****************** directly to address her concerns.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20961233
  
  I am rejecting this response.  Any time a customer receives an email response form their customer service department, after the email is sent to the customer, another email is sent requesting customer feedback regarding the interaction It gives the name of the customer service agent and asks you to rate their efficiency.

  On December 19, 2023, I received an email allegedly from "**************, Eddie Bauer Office of the President" stating the following:

  "Dear Ms....,
  
  My name is ***** and I am contacting you on behalf of Eddie Bauer's Office of the President. Your complaint was forwarded to my office for review and assistance.
  
  I sincerely apologize that you had a negative experience in our store. I cannot fire an associate but I have forwarded your experience to the retail management team for review and coaching...
  
  Please let me know if you have any additional questions or concerns.
  
  Sincerely,
  
  **************
  Eddie Bauer Office of the President"

  Immediately after receiving this email from the customer service email address at **********************, I received another email asking to provide my feedback after receiving an email from Ifran with their customer service department.

  They flat out lied about who was notified of the concern and did absolutely nothing to resolve it. 

  This matter will now be escalated as well as shared on social media, and will become a legal matter.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/22/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order on 11/7 for two items, a sweatshirt and a parka, totalling $160.55 on 11/7. When the items had not shipped by 11/13, I contacted Eddie Bauer via chat. They told me they were behind and would ship my items the next day. One item shipped and I received it on 11/16. I f***lly received notfication that the second item shipped, but the ***** tracking information doesn't make sense. It shows:- It departed the ***** facility on 11/11 - A label was created on 11/14 Clearly it did not depart the ***** facility three days before a label was created.Then, I received an email showing the package would arrive 11/20. It is now 11/22, and it has not arrived.I contacted Eddie Bauer via chat, and they told me the package would arrive tomorrow, 11/23, which is not possible because 11/23 is the U.S, Thanksgiving holiday. Then, in the same chat, they told me it would arrive 11/29. At that point, I called the customer service line, but there was no noise cancelling, and I could hear other conversations in the call center and could not figure out who was talking to me and who was talking to other customers. I called back, and the they told me something similar--that my package would arrive on 11/23 or 11/30. It seems pretty clear that a package that departed the ***** facility on 11/11, for which a label was not created until 11/14, that did not arrive on 11/20 as the email indicated it would, and is now either scheduled to arrive 11/23 (a holiday), 11/29, or 11/30 is lost. I would greatly appreciate acknowledgement from Eddie Bauer that the package is lost, and rapid replacement. I need to know when the package is coming, because if it does not arrive *** timely manner at this point, I need to order one from a company with better shipping channels, but I need a refund to be able to do that. Timely delivery of a replacement parka or a refund would be acceptable resolutions.

  Customer Answer

  Date: 11/27/2023

  This issue has been resolved. 

  Thank you.

  Business Response

  Date: 11/30/2023

  We are sorry to learn of Ms. ****** recent online order. Our records indicate the second package was delivered on 11/24/23.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.
                                                         
  Sincerely,
  Eddie Bauer ****************

• Initial Complaint

  Date:11/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned, by *****, to Eddie Bauer , the item # ********XL (Men's CirrusLite Down Hooded Jacket, size XL, Grape) from the order # ******** (order from April 11, 2023). It was delivered to Eddie Bauer on Sep. 26. (tracking # ************). From Sep. 26, 2023 to today, Nov. 21, 2023, I did not receive the refund for the item. I contacted Eddie Bauer by email on Oct. 29, Nov. 4, Nov. 17 and Nov. 21, but I received the same response ("In order to enhance your shopping experience, we are updating our order management system. During this time, we will be unable to process refunds or price match adjustments to the order. Refund functionality is expected to resume by as soon as possible.").This has become ridiculous.E Bauer has the item I returned and my money. Unacceptable.Please look into this problem in order to receive my money.Thank you.************************* member # *********

  Business Response

  Date: 11/30/2023

  We are sorry to learn of ************** return. We have reached out to ************ to address her concerns directly.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.
                                                         
  Sincerely,
  Eddie Bauer ****************

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20903752
  
  I am rejecting this response because:
  

  Until I have the cheque with the refund in my hands, I do not believe a single word from any Eddie Bauer employee. This is the 5th Eddie Bauer employee that is promising me my refund, so I have the right to be skeptical.

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/13/2023

  Good Morning,

  I did not receive any refund (so no cheque in the mail).

  Customer Answer

  Date: 12/18/2023

  Good afternoon,

  I received the refund cheque today, Monday December 18, 2023 (the cheque is dated Dec. 14, 2023), by Fedex.

  Thank you so much to Better Business Bureau, you solved my problem, I greatly appreciate your implication and follow-up.

  ********************

• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my closest store (****) on 10/17/23, which is 45 min away 1 way, and returned an item purchased with loyalty rewards. I was issued a gift card by associate ****** and was told I could use it at any store or online. She never mentioned any time limitations. I went back to the same store on 10/24/23 and wanted to make a purchase using loyalty rewards + the gift card issued last week for a total of $30. After shopping for a long time and waiting in line, I was told that they were switching POS systems and the store could not take gift cards until ***! This should've been mentioned the prior week when the gift card was issued. A suggestion was made to use the gift card online, but shipping would cost an extra $9.99! I tried calling customer support while I was in the store and was on hold for 45 min and gave up. Additionally, the loyalty rewards expired that day, so there was no way for me to wait until Jan. to use them. So I was forced to use the $15 loyalty rewards on a pair of socks that cost $17. When I got to the register, associate ****** was there again. She rang me up and the total was <$15 since there was 20% off, so I couldn't use my reward, ($17*0.8)*1.096 tax = $14.91. I searched for a while and found something else to make up the difference. When I got to the register, associate ****** was there, who seemed to be the boss. This time, the original pair of socks rang up for $17 with no 20% discount. She said it was only a 20% discount if 2 or more pairs were purchased. I had only 1 pair in the original transaction, and they rang up <$15. Associate ****** was right next to her, so she asked her if she had manually entered in the 20%. She denied it, which is fine, but she also would not confirm that the prior transaction rang up <$15. This was extremely frustrating since i had to spend all that time trying to conform to all their restrictions and mistakes and couldn't even use the gift card I was issued the prior week!

  Business Response

  Date: 11/30/2023

  We have reached out to Ms. ******* on 11-28-23, she advised us that a better time to reach her is on Friday, December 1, 2023, after 12:00noon. We will attempt to reach her at her requested time to discuss her feedback. 

  Sincerely, 

  Eddie Bauer Customer Care. 

  Business Response

  Date: 12/01/2023

  We are sorry to learn of ******************** experience. We have reach out to Ms. ***********;via phone and email to address her feedback and advised of our resolution to resolve. We apologize for any inconvenience our customer experienced and appreciate her patience and thank her for shopping Eddie Bauer. 
  
  Sincerely, 
  
  Eddie Bauer *************

• Initial Complaint

  Date:11/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/1/2023 I ordered the Boundary Pass Parka order number ********. Label was CREATED Tracking number ************ but has not shipped out. 11/3/2023 i reached out to customer service on Chat they told me they could not cancel the order once it ships. i reached out 11/4/2023 expressed my frustration about not getting a updated tracking on my order and they did refund me for the shipping. 11/7/2023 still no updated tracking i've tried calling the number which does not work. and talking to support over chat is useless it's getting cold and i just wanted my jacket !

  Business Response

  Date: 11/08/2023

  We are sorry to learn of Mr. ********* recent order issue. We have reached out to ******************* directly to address his concerns.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced and appreciate his business.
                                                         
  Sincerely,
  Eddie Bauer Customer Service

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an eddie bauer comforter set from homegoods in July. I used it for my spare bedroom an we were redoing it at the time. I recently washed the comforter and the stuffing inside got hard. I have never had a comforter of any price or brand do that let alone an eddie bauer. Here are the details of my transaction Homegoods July 8 *********** order numb Prospect plaid comfertor set multi color ***** black and white **************** sku numb I knew it was past the time for returns which is still unfair to me because who spends ***** on a comforter set that u can't use after u wash it! So homegoods told me I needed to contact the manufacturer which I did. I explained in detail on *****. However on ***** I got a response from ************** Basically just telling me the standard return policy and how to return it. Nothing about my situation or defective product! I even responded to his survey about how his response wasn't personalized to my needs. Even tho he may not be able to someone in management should have contacted me based on my review! I understand I purchased from homegoods and even they know it's the manufacturer who provided then thru an agreement, defective merchandise.

  Business Response

  Date: 11/16/2023

  We are sorry to learn of Ms. ********** recent item issue. We have reached out to ********************* directly to address her concerns.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.
                                                         
  Sincerely,
  Eddie Bauer Customer Service

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20837138
  
  I am rejecting this response because:

   

  I have received two repeat emails from them but no action processed yet. Waiting to hear back from them.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 11/30/2023

  I haven't received any further response from the company. They emailed me twice with the same email. I responded to them 3 times but have yet to get any resolution even though they stated they would get a replacement for me.

  Business Response

  Date: 12/19/2023

  ********************** is correct; I have sent 2 emails with no responses from her. I still have no responses from her. I cannot proceed without further product information from her.

  Sincerely, 

  Eddie Bauer Customer Service

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20837138
  
  I am rejecting this response because:

  I don't know why she is not receiving the emails from me. I have sent 5 emails if not 6! ***** needs to provide me a better email address if the one she is sending from doesn't receive inbound emails.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/19/2024

   

  
  Our records indicate, no reply emails have been received from **********************. We need additional information from the customer to proceed with getting her comforter replaced.The comforter she purchased is a licensed product meaning it was not purchased from Eddie Bauer directly. We need to determine who the manufacturer is to refer her to them for a replacement. There should be identifying manufacturer information on the tags of the comforter. If ********************** can provide this; we can proceed with getting her a replacement.
  

  Sincerely, 
  

  Eddie Bauer Customer Service

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 20837138
  
  I am rejecting this response because:
  I have responded several times. I was asked if it was a certain kind and I responded DOWNLITE.  There is my response to the email question I was asked.

   

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/02/2024

  As previously stated, in response to her previous complaint for the same reason:

  
  Our records indicate, no reply emails have been received from **********************. We need additional information from the customer to proceed with getting her comforter replaced. The comforter she purchased is a licensed product meaning it was not purchased from Eddie Bauer directly. We need to determine who the manufacturer is to refer her to them for a replacement. There should be identifying manufacturer information on the tags of the comforter. If ********************** can provide this; we can proceed with getting her a replacement.Until this is provided, nothing further can be done for her.

  
  Sincerely, 

  
  Eddie Bauer Customer Service

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 20837138
  
  I am rejecting this response because: there is no reason to continue this company's shenanigans.  I responded several times. They asked me for the manufacturer and I told them that in my last response on this complaint file. DOWNLITE  is the answer they wanted and there it is. Apparently they have an F rating for a reason.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/07/2024

  Now that we know who manufactured the blanket she would like replaced, we can move forward. We will have the manufacturer contact her directly to replace the blanket.

  Sincerely, 

  Eddie Bauer Customer Care

  Customer Answer

  Date: 02/15/2024

  I have not heard from the manufacturer as the company has promised. So I do not accept their response.

  Business Response

  Date: 02/27/2024

  We are sorry we have not received any of Ms. ********** reply emails. We have reached out to the manufacturer, Downlite, directly to request they contact ********************** to provide her with a suitable resolution.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer Customer Service

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 20837138
  
  I am rejecting this response because: DOWLITE is telling me I need to contact REVMAN. Can you please have them contact me via email so they know what is taking place?
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/14/2024

  ********************** has not provided all the facts. The customer advised that the comforter had a tag that indicated the manufacturer was Downlite. After referring ********************** to Downlite, they have advised the customer states there are no tags on the comforter. They did advise that her comforter is colored and not white which indicates the manufacturer is Revman. We have asked ****** to reach out to ********************** directly to provide a suitable resolution.

  Sincerely, 

  Eddie Bauer Customer Service

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 20837138
  
  I am rejecting this response because: I haven't heard from Revman. I understand the info I provided about the manufacturer was incorrect. I mentioned all of the tag issues and product questions in my responses to *****'s emails but she claims to have never received them.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/22/2024

  We are sorry to hear of Ms. ********** rejection. Again,no reply emails have been received from **********************. The customers issue is with a licensed product not manufactured by Eddie Bauer. Her complaint should be logged against the manufacturer, Revman. We have reached out to Revman asking them to contact the customer directly to provide a suitable resolution. There is nothing further Eddie Bauer can do.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Business Response

  Date: 03/26/2024

  After reaching back out to the manufacturer, Revman, we have found that the customer - ********************** was provided with a replacement of her choice. The below email was received from the manufacturer after we advised them of what ********************** said:

  "I reached out to ******* on March 20th and replied almost immediately. We had two more exchanges on March 20th and had a no-questions-asked replacement shipped to her on Thursday, March 21st.It shipped under tracking number 1Z3F1Y150302041162 and she selected the Alder Plaid set as her replacement. 

  This should suffice as resolved.

  Sincerely, 

  Eddie Bauer Customer Service

   

  Customer Answer

  Date: 04/02/2024

  ****** and I have resolved this issue. Thanks to Eddie Bauer for having them contact me. If I knew I needed Revman originally I would have contacted them, I was assuming I needed to reach out to EB.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have several orders. 2 orders *** never received. 1 order has two items pending. I want all orders cancelled and refunded. Waited 3 hours on hold for customer service and finally gave up. Tried three times today with holds over an hour and nobody answers. I just want a refund on everything.

  Business Response

  Date: 11/16/2023

  We received the below email from ************** advising Eddie Bauer that she had received her merchandise and requested this issue be noted as resolved and closed. We are pleased that ************** has received her merchandise per below. 

  Customers Email Sent to Eddie Bauer on 11-14-23:

  Hi Pat,You can close the case. Everything finally arrived and I took them back to the store for a refund. I also told ***** to close the chargeback as the credits were received. They are supposed to be taking care of everything.Thank you for contacting me.

   

• Initial Complaint

  Date:11/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered and paid for parka on Oct 20/23. I was sent the shipping information on Oct 25th/23 saying my order was shipped out through Landmark global. The item has not moved since then. I contacted Eddie Bauer online and was told they were out of the product and were searching for one. I contacted them again today Nov6/23 as it still has not left the shipping site. I attempted to cancel my order and receive my money back only to be told that I cannot cancel until Nov 9th/23 as the order has shipped out. Except its not physically shipped out at all. Only the shipping info was sent to landmark global not the physical package. This coat was a birthday gift for my son. I now do not have the time to reorder or the money. I asked the customer service rep to cancel my order now and refund, he stated he cant cancel because its shipped out and can only cancel after Nov 9th/23. The first customer service rep stated an earlier date. I want my order cancelled and money refunded immediately. Why would a company that didn't have the actual product on hand create the shipping info and send out a notice to a customer saying it shipped?

  Business Response

  Date: 11/16/2023

  We are sorry to learn of ****************** experiences regarding the unsuccessful delivery of her package (lost in transit). We have reached out to ************** to address her feedback and advised of our resolution to resolve.

  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.

  Sincerely, 
  Eddie Bauer Customer Care

  Customer Answer

  Date: 11/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************